Feature request: Allow private notes in Service Desk without sending email to requester
Problem to solve
Service desk agents should have the ability to have a private conversation in the ticket thread without alerting the requester.
Intended users
All project members should be able to use this feature.
Further details
The benefit would be that all conversation about a given ticket takes place in the ticket itself, rather than having a separate private stream in, e.g., Slack.
Proposal
There are a few ways it could be solved, including adding another option to the 'comment' button that would say 'internal comment' or similar. Or a checkbox that is checked by default saying 'email requester' and would need to be unchecked to make the comment private.
Permissions and Security
Any project member with Reporter access or above should be able to use this feature.
Documentation
- Add all known Documentation Requirements in this section. See https://docs.gitlab.com/ee/development/documentation/feature-change-workflow.html#documentation-requirements
- If this feature requires changing permissions, update the permissions document. See https://docs.gitlab.com/ee/user/permissions.html -->
Availability & Testing
What risks does this change pose to our availability? How might it affect the quality of the product? What additional test coverage or changes to tests will be needed? Will it require cross-browser testing?
Please list the test areas (unit, integration and end-to-end) that needs to be added or updated to ensure that this feature will work as intended. Please use the list below as guidance.
- Unit test changes
- Integration test changes
- End-to-end test change
See the test engineering planning process and reach out to your counterpart Software Engineer in Test for assistance: https://about.gitlab.com/handbook/engineering/quality/test-engineering/#test-planning -->